Customer Care Centre

Click & Collect - Parcel Collection

What time can I collect my order from store?The opening hours are displayed in the checkout when you select a store. To confirm opening hours, you can contact the store directly.

How will I know when my order is ready to be collected?We’ll be in touch by email and/or SMS as soon as your order is ready to be collected from your nominated store.

How long will the store hold my order?Once your order is ready for collection and you’ve been notified, the store can hold your order for 30 days.

What if I don’t collect my order?If you don’t collect your order before the final date for collection, we’ll refund the order total and will send you an email to confirm that the order has been cancelled and refunded.

What do I need to bring in store to collect?When you collect your order, be sure to bring your ‘Ready To Collect’ email or SMS notification. This can be shown on your smart phone or as a print out. If you are unable to show either of these and you have been notified we will need to see photo id that matches the name on the order.

Can someone else collect my order?Yes - just forward on your ‘Ready to Collect’ email or SMS for them to show when they are in store as proof of purchase. They'll need to sign for your order, and we'll send you an email to confirm that the order has been collected.

Where do I go in store to collect my order?Just head to the counter, and any of our team members will be able to help you with your collection.

Can I return an item in store once I claim my order? If you change your mind and decide to return your order, you can return to the store that you collected it from for either a refund or exchange.

For brands that are not usually stocked in your collection store these will need to be returned at the time of collection. Once removed from store our standard returns policy applies and returns will need to be made in a store that stocks that brand.